OBJECTIVE:

EXPERIENCE:

5/2012 - 5/2014

Program Manager

Program/Operation Manager for Verizon customer account Texas region. Managed Operations for "Set Top Box (STB) Clean & Screen" and "Equipment by Mail" programs. Managed Shipping & Receiving Operations.

12/2009 - 5/2012

Manager

• Manage/Operate Set Top Box (STB) & Optical Network Terminal (ONT) Quality Lab. Responsible for quality on new and refurbished STB & ONT products deployed to FiOS field operations. Version’s Logistic Quality Assurance interface for six (6) off-site STB/ONT Clean & Screen/STB Preload vendor locations.• Facilitate bi-weekly calls with third party vendors to take corrective actions on current issues, discuss Regional feedback, and address new products.• Lead on-site audit teams to identify Logistic process/operational gaps and manage issue resolution.• Provide monthly data analysis reports on STB/ONT quality results at Executive level. National Logistic “Single Point of Contact” (SPOC) for FiOS Field Operations focused on STB & ONT quality. Facilitate FiOS Operation Regional calls at Director/Manager level to provide logistic support for product quality. Lead investigations with Cross Functional Teams to provide issue resolutions. • Technical Lead for Logistic STB and ONT Lab Networks – Manage Cross Functional Calls to trouble shoot/manage network.• Logistic Lead for network enhancements.• Coordinate Cross Functional Team input on new products and develop Clean & Screen Logistic Methods & Procedures.• Significant Accomplishments:§ Built STB and ONT Quality Lab – Managed Cross Functional Team to enable Logistics to perform quality audits on STB & ONT units. Managed project with Network Engineering and Network Operations to design and build two STB OEM network technologies and three types of ONT networks to support 15 ONT models. § Verizon Certified Trainer for FiOS Installation and Maintenance - Trained Management forces to be deployed for possible work stoppage

3/2005 - 12/2009

Sr. Staffing Consultant

• Subject Matter Expert (SME) for the development of operational, customer care, and customer experience policies which enabled efficient and effective FiOS video service deployment.• Responsible for FiOS video deployment for Installation & Maintenance departments across all regions. Assisted in video method & procedure development, teamed with Workforce Development in redesigning/modifying training curriculum for field forces.• Monitored performance against established productivity levels and quality expectations.• Facilitated weekly cross functional East/West FiOS Video Service Delivery Assurance Calls. Call discussions include real-time issues, share best practices, and provide regional action plans to close performance gaps. Coordinated regional visits with cross-functional teams to identify performance, process, and system issues effecting FiOS video delivery. • Chaired monthly calls for executives to oversee video deployment work plans for 2006. Significant Accomplishments:• Responsible for FiOS video deployment in Texas, California, Oregon, Washington, Florida, Virginia, Maryland, Massachusetts, New York, Pennsylvania, Delaware, New Jersey and Midwest.• Developed, deployed, and provided on-going support for regional STB preload centers.

8/1998 - 3/2005

Manager

• Managed Operational Assurance Quality Team responsible for Central Office quality audits for national footprint.• Developed, updated, and published GTE Telephone Operation policies and procedures in support of network reliability. Provide operational guidelines to support Region Customer Operations, Region Network Reliability, and the Network Operations Center in Dallas. • Project coordinator for Operations Business Intelligence Portal (OBIP). The OBIP project encompassed developing a performance, productivity, and force volume metric platform for the Network Service Group. My responsibilities for this project (Multi-million dollar annual budget) include: project coordination among the 38 team members as well as IT support staff; Supported data trending and report analysis; conducting OBIP steering committee meetings to set project priorities; oversee user training development; project management; and regional functional teams. Significant Accomplishments:• Lead Subject Matter Expert (SME) and co-project lead for Central Office Computer Based Training program ($2.3M). • Project lead for cross-functional team to review and revise the Central Office Quality Audits• Completed research, developed, and published GTE's Maintenance Window policy• Co-Developed and implemented NOC CLEC Outage Notification and support procedures

10/1993 - 10/1998

Central Office/OSP Construction/I&R Supervisor

Managed workforce of 28 Equipment Maintainers. Responsible for two Central Offices equipped with GTD-5 switch technology and transport systems. Responsible for maintaining 300 plus DLCs and fiber optic backbone.• Managed workforce of 25 hourly employees in the largest Division in CA. (Central Division) Responsibilities included: OSP Fiber/Copper Construction, Cable Maintenance, and Business/Residential installation/repair. • Service Advocate for eleven major business accounts.

11/1980 - 10/1993

Hourly Technician OSP Construction/I&R

Network Plant Construction, placed all phases of Outside Plant underground, aerial, and fiber optic cable facilities.• Accomplished all aspects of Installation & Maintenance – residential and business.

EDUCATION:

Associate Degree

CAREER HIGHLIGHTS:

• Managed Quality Assurance lab - inspection audits for video products and equipment • Program Management of Large Accounts • Extensive Data/Video FTTP Deployment/Operation Experience • Project Manage national deployment of new products and procedures • Product Development • National Telecom Staff Support • OSP Fiber/Copper Construction - Operation Management/Line Crew Experience • Telecom Installation/Repair for Business/Residential Operation Manager/Tech Experience • Managed Quality Assurance inspection team to audit Central Office equip & procedures • Logistics – Shipping/Receiving • Manage Cross Functional Teams